Customer Services Manager

Call Centre Staffing; Cape Town; On-site; ZAR 500,000 - 700,000; Full time

Job summary

A leading company in online retail seeks a Customer Services Manager to manage a remote team of over 20 agents. The role requires strong leadership and analytical skills, with a focus on driving customer satisfaction and ensuring operational excellence. The successful candidate will report directly to the Board, showcasing their ability to handle high-level customer interactions and team performance.

Benefits

Opportunity to work with a forward-thinking, growing brand

Chance to lead and influence a key area of the business

Qualifications

• Minimum 4 years experience in a Customer Services Manager role within eCommerce.
• Strong background in managing remote support teams.
• Ability to communicate and report to Board-level stakeholders.

Responsibilities

• Lead and manage a remote team of 20+ customer service agents through 2 Team Leaders.
• Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
• Provide detailed performance reports and insights to the Board of Directors.

Skills

Leadership

Analytical mindset

Customer experience focus

Tools

Zendesk

Job description

The Customer Services Manager, will be responsible for managing a remote support team of 20+ agents through 2 Team Leaders. The successful candidate will have demonstrable experience in online retail, with deep knowledge of tools like Zendesk, and a proven ability to report at Board level. They will lead the function, drive customer satisfaction, and foster high performance across the team.

Key Responsibilities :

• Lead and manage a remote team including 2 Team Leaders and over 20 customer service agents.
• Oversee daily operations, ensuring KPIs, SLAs, and customer satisfaction metrics are met.
• Provide detailed performance reports and insights to the Board of Directors.
• Maintain and optimise Zendesk workflows and ensure effective ticket handling.
• Coach, motivate, and develop remote employees to achieve their full potential.
• Drive initiatives that enhance customer experience and reduce response / resolution times.
• Handle high-level customer escalations with professionalism and speed.
• Collaborate with internal departments to align service delivery with wider business goals.

Requirements :

• Minimum of 4 years experience in a Customer Services Manager role within eCommerce / online retail.
• Strong background in managing remote support teams and leading through Team Leaders.
• Proficient in using Zendesk (or similar platforms) to manage customer interactions.
• Proven ability to communicate with and report to Board-level stakeholders.
• Motivational leadership style with a passion for developing people.
• Analytical mindset with a focus on continuous improvement.

Whats on Offer :

• Opportunity to work with a forward-thinking, growing online retail brand.
• A chance to lead and influence a key area of the business.

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